Customer-Agent WebChat
This version provides an integrated customer to agent webchat solution. The LiveVox WebChat application can be embeded on any website. The feature allows customers to quickly initiate a chat with an agent. The customer is able to enter a name and contact information, select a department to contact and enter a message.
Additional features include:
- WebChat can be configured to route to different services and assigned to agents that have WebChat enabled.
- WebChat can be enabled on any service that an agent logs into (excludes HCI or 10DMT clicker).
- All interactions are logged and associated to the account.
Messages are displayed in the agent desktop in the Chat tab. The customer contact name is displayed in the contact list under Customer.
Notes:
- On the Agent Desktop, agents are able to receive up to a max of 5 concurrent chat in addition to agent to agent or supervisor chat.
- If an account is provided by the customer, the agent is able to pull all the Contact details and Contact history of the customer.
- If account is not provided by the customer, the agent is able to associate the chat conversation to an account or create a new one.
- Agents are also able to select a predefined set of responses.
- Once a chat is finished, an agent can disposition the conversation to track any new activity to the Contact record.
Ability to Add Notes to an Account When Not InCall
In this version, agents using the Email, SMS and Chat channels can add Notes to a Contact when not on a call.
Acknowledgement With Arbitration [WFO]
In this version, Assessor (evaluator) can add an evaluation with the Acknowledgement request to the Agent Work Queue in order to notify the agent of a new evaluation. Agent can view the notification of a new task in the Agent Work Queue and review the evaluation in a form. They can select the appropriate Acknowledgement option and submit the response.
- Agent can select Accept option on the Acknowledgement form to close and lock the evaluation. Once accepted, the response cannot be edited.
- Agent can select the Dispute option and add their comments in the Dispute Form as shown below. The disputed evaluations are moved to the Arbitrators work queue to be reviewed and arbitrated.
- If an agent selects Cancel, the evaluation remains as a pending workflow task on the agent work queue.
An evaluation or arbitration is completed when an agent acknowledges it. The evaluation is moved from the In Process status and marked as complete.
Extended Panel and Order of Widgets - Independent of the Agent State
With this version, the Extended panel displays widgets independent of agent states. The displayed order of widgets in the Tabs layout depends on the configuration created by your manager.
- Custom Panel still opens externally depending on the agent state.
- Secure Payment Capture widgets can only be opened in InCall state.
Interoperability of Secure Payment Capture (SPC) with Designer Desktop
Previously, SPC widgets were available with the Extended panel (UAD).
With this version, when configured by the manager, SPC widgets are available on Agent panel, Agent panel with Extended panel, or Agent panel with Designer desktop. Click on the credit card or check control buttons to open the widget. The widget opens as a popup. The below screenshots show SPC widgets.
Credit Card Basic
Previously,
With this Version,
Check Basic
Credit Card Advanced
Check Advanced
Designer Enhancements
Ticketing System
An integrated ticketing solution is now available within Designer Desktop. When configured by the manager, ticketing allows agents to create tickets and associate them to contacts and/or accounts.
Ticketing solution provides the ability to the agents to:
- create, view and modify tickets from multi-channel sources.
- add notes and add attachments to tickets.
- associate tickets to any contact and/or account and supports change history.
Ticketing comes with a standalone dashboard or an integrated dashboard within the ticketing component.
- The Dashboard displays a chart view of active tickets by Agent, Priority, Accounts and Label in four quadrants.
- Agents can click on any chart to query the ticketing list accordingly.
QM Work Queue Management
Designer Desktop offers a new QM Work Queue Component that displays all active Agent defined tasks with an advanced search filter. In addition, it provides click-to-action capabilities to an agent. With this, Agents have a queue that they can use to view the activities/tasks assigned to them. This queue displays the task, due date, and status.
Transactional Email and SMS Support
With this version, Designer desktop supports transactional Email and SMS. Agents can now send Email and SMS from any Designer desktop, irrespective of whether they are on a call or not. Agents can also manage the consent within the Designer desktop.
If the customer opts-in for email/SMS, then the consent checkbox is automatically selected.
The Email feature provides the following options to agents:
- Create an email either free-form or using a template that has been identified as an Email template.
- Identify if the email consent is available for the account+email combination.
- Send only an Opt-In email template if consent is not available. Designer can restrict all email templates other than Opt-In templates if consent for the account+email combination is not available. When an Opt-In email is sent, designer must trigger an Opt-In event and flag the account+email consent field in Contact Manager.
- View email interaction history for the account through the Contact History Activity panel.
SMS
The SMS feature provides the following options to agents:
- Create an SMS either free-form or using a template that has been identified as an SMS template
- Select the phone number associated with the account to SMS
- Identify if SMS consent is available for the account+phone combination for that account
- Send only an opt-in SMS template if consent is not available for the account+phone combination. When an opt-in SMS has been sent, LiveVox triggers an Opt-In event and flags the account+phone SMS consent field in Contact Manager.
- View SMS interaction history for the account through Contact History Activity panel
Agent Schedule Viewer
The Designer Desktop offers a new Agent Scheduling component in this release. When configured by the manager, Agent Schedule viewer allows the agents using Designer Desktop to view their assigned schedule at a glance. Agent Schedule is created and published by the manager user.
